Customer Service Officer at Smash Technology

Smash Technology is a tech group of companies focused on employing technology to serve its clients locally and globally. Initially, the brand focused on Transport Investment across the country and beyond before pivoting into other viable sectors such as E-hailing, E-commerce, Food delivery, Booking platform, Virtual Office platforms, Travels, Real Estate, Social Networking among others.

Job Title: Customer Service Officer

Locations: Gwarinpa – Abuja and Ikeja – Lagos

Employment Type: Full-time

Responsibilities

• Serve as the first point of contact for clients via walk-ins, phone calls, emails, CRM chats, WhatsApp, and social media platforms.
• Respond to all client inquiries promptly, professionally, and with accurate information regarding services, procedures, and requirements.
• Manage and resolve client complaints efficiently, escalating complex issues to appropriate departments or supervisors as needed.
• Accurately document all client interactions, concerns, and resolutions in the CRM system for proper tracking and follow-up.
• Maintain ongoing communication with assigned clients for feedback, updates, and satisfaction monitoring.
• Conduct product discovery calls, demos, and needs assessments in collaboration with the Sales Officers to support lead conversion and account expansion.
• Proactively monitor client activity and identify opportunities for upselling, cross-selling, or suggesting tailored solutions based on usage trends.
• Prepare proposals, negotiate pricing within approved limits, and manage client agreements through to contract signature and onboarding.
• Log all pipeline activities, communication history, and deal progress in the CRM while ensuring accuracy and data hygiene.
• Provide daily, weekly, and monthly reports on client activity, support issues, and relationship development to supervisors or team leads.
• Transfer leads to Customer Support Sales Officers and support them with relevant client insights to improve conversion outcomes.
• Ensure compliance with company policies, including dress code, communication standards, escalation procedures, and use of approved channels.
• Collaborate with Customer Support and Technical teams to provide clients with seamless communication and quick resolutions.
• Partner with the Marketing team by contributing client feedback and participating in targeted outreach and promotional efforts.
• Meet or exceed performance KPIs, including customer satisfaction scores (CSAT/NPS), response time, service quality, and contribution to revenue through upsells and retention.

Requirements

• Interested candidates should possess a Bachelor’s Degree
• Minimum of 4 years’ experience in a sales or customer-facing role.
• Proven ability to manage a sales pipeline and close deals consistently.
• Excellent verbal and written communication skills.
• Strong product presentation and client engagement skills.
• Proficient in CRM systems, email etiquette, and digital sales tools.
• Strong collaboration mindset with internal teams.
• Goal-driven, self-motivated, and adaptable under pressure.

Application Closing Date
20th July, 2025.

How to Apply
Interested and qualified candidates should send their cover letter and resume to: [email protected] using the Job Title and location as the subject of the mail (Customer service officer – Abuja or Lagos).